Sebastian Knap
Senior Service Desk Analyst @Lcp
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WORK HISTORY
Senior Service Desk Analyst @Lcp
Edinburgh, GB
Modern Workplace Engineering• Refined Intune policies and compliance baselines to strengthen security and stability• Delivered fixes for Autopilot, Hybrid Join, and identity-related issues during onboarding• Developed internal tooling and processes to reduce manual tasks for engineersCross-Team Collaboration• Strengthened collaboration with colleagues across Scotland and LCP Delta to unify support• Provided heightened monitoring during English bank holidays to maintain service levels• Identified recurring issues across regions and contributed to preventative action plansAdvanced Troubleshooting and Prevention• Resolved several complex Windows and Teams authentication problems impacting user productivity• Investigated TPM, BitLocker, and PKI-related cases to implement long-term fixes• Reduced device-related tickets through configuration improvements and clearer user pathwaysService Improvements and Impact• Enhanced the onboarding/offboarding process with automation and better documentation• Improved visibility and reliability of Teams and SharePoint files• Helped reduce escalations by identifying root causes and improving internal knowledge
EDUCATION
Gimnazjum nr. 25
High School Diploma
Stevenson College
Interactive Media, HNC and HND
SKILLS
ABOUT SEBASTIAN KNAP
With a robust background in IT Services Management and a knack for deploying cloud solutions, my role at Dandara Ltd has centered around enhancing our IT infrastructure and user experiences. At the heart of my approach lies a customer-oriented mindset and a dedication to improving service desk operations, evidenced by the successful SharePoint migration and Microsoft Teams management across the company.My competencies extend to managing advanced IT networks, including Cisco Meraki Cloud and VLANs, ensuring seamless operations in remote locations. The deployment of inTune and Kandji for macOS reflects my commitment to integrating cutting-edge technologies that empower our teams and drive organizational efficiency. Through collaborative efforts, we have achieved significant strides in IT procurement and e-SIM management, further solidifying the IT foundation of Dandara Ltd.
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